The company is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology.
The role:
The Operations Director / Site Director – Service Delivery is responsible for leading and managing service delivery operations at a designated site. This role blends strategic leadership, stakeholder management, and operational excellence to ensure high-quality service delivery across all business functions. The Operations Director / Site Director – Service Delivery oversees a large team, manages financial and administrative operations, and ensures alignment with global standards and client expectations.
Key Responsibilities:
People Leadership & Development:
● Lead a team of 200+ professionals across finance and accounting services.
● Oversee hiring, attrition, backfill, promotions, career planning, and employee growth.
● Identify skill gaps and implement coaching and development plans.
● Foster a culture of continuous learning, diversity, and professional integrity.
Service Delivery & Operations:
● Ensure delivery of services in alignment with SLAs, KPIs, and contractual commitments.
● Drive operational efficiency and quality improvements across all processes.
● Manage end-to-end finance controllership and strategic finance initiatives.
● Maintain governance for internal and external stakeholders.
Stakeholder & Client Management:
● Engage with regional and global stakeholders (LatAm, NA, Europe).
● Manage client relationships and ensure service excellence.
● Support client acquisition and development through strategic interaction.
Process & Technology Management:
● Apply domain and process knowledge to innovate and improve service delivery.
● Leverage technology platforms (SAP, Tableau, Power BI) to enhance performance.
● Ensure compliance with information security and commercial control standards.
Qualifications:
● Bachelor’s degree in Accounting, Finance, or related field; CPA or MBA preferred.
● Bilingual in English and Spanish.
● Proven experience in managing large-scale operations and service delivery teams.
Core Competencies:
Professional Skills:
● Time/Task Management, Attention to Detail, Conflict Resolution, Decision Making.
● Communication, Presentation, Influencing, Analytical Problem Solving.
Leadership & Innovation:
● Staff Acquisition, Leadership Conduct, Developing Others.
● Visionary Leadership, Global Perspective, Business Planning & Execution.
Technology & Process Excellence:
● Technology Intelligence, Process Innovation, Commercial Control.
● Familiarity with the company’s methodologies and best-in-class service practices.
Proficiency Levels:
● Demonstrated excellence in leadership and service delivery.
● Capable of coaching others and applying competencies independently.
● Recognized for innovation and strategic thinking.
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